Usedesk is a choice of companies that care about customers

From 30 to 300%

decreased the cost of each request

By 30%

more customers are rated support as "Excellent"

1 hour/daily

Usedesk saves for each employee

*compared to metrics before the implementation of Usedesk

Usedesk clients' case studies

All
Finance
Retail & E-commerce
Internet Services
Transport
Marketplaces
GameDev
GSM
Delivery
Retail & E-commerce

Infaprim: with the help of Usedesk, we create brand loyalty on social networks and in marketplaces

The company works only through distributors, so why does it need a support service? After all, that’s the seller’s job. But the company decided otherwise

Delivery

BXB by Boxberry: Usedesk became our first service

To launch a cross between customer service and product support management, the guys needed deep analytics on customer tickets, complete control over employees, and the ability to customize the system for themselves. They found all this in Usedesk.

Internet Services

YaKlass: During the quarantine period, Usedesk became a lifeline for us

The guys from the online education service for schoolchildren were inundated with applications. They urgently set up triggers in Usedesk, with the help of which they cut off some of the tickets and unloaded the agents.

GSM

Beeline Kazakhstan and Usedesk: From old habits to new opportunities

The company decided to do manual mixing of data on requests from different channels: they announced a tender and chose the system for three years and then closed all tasks in one fell swoop.

Retail & E-commerce

Life hacks from Haier

Home appliance manufacturer Haier set a goal for themselves to create the fastest possible support service for their online store and after-sales service and have succeeded in doing so. If you have similar tasks — this case study is for you.

Internet Services

Mobifitness: fled to Usedesk to solve non-standard tasks

The creators of applications, widgets, and accounting systems for fitness clubs, sports schools are very creative guys, so often, their wishes go beyond the standard functionality. So they fled to Usedesk.

GameDev

Non-standard ways of using Usedesk at Black Caviar Games studio

Developers of mobile and computer games have proved that using the helpdesk system is limited only by the user’s ingenuity. Story by head of the company’s technical support service.

Retail & E-commerce

How BlackTyres is playing in the long game with tire and wheel buyers

Director of quality at the company, explained why the decision to work with customer reviews was one of the most successful in the business model and how they manage to keep up everywhere.

Retail & E-commerce

How Samsonite found an individual approach to suitcase buyers and answers any of their questions on time

Head of the e-commerce department, told how the company gathered all this in a heap, structured and set up effective customer feedback.

Finance

Bank "Otkritie" — working with clients in social media

We stopped at Usedesk for two reasons: the users’ responsiveness and the simplicity of the solution.

Finance

PayU is an international processing company

"In two weeks of implementation, the team began to respond 3 times faster. Now the client receives an answer on average in 1.2 hours "

Transport

Velobike — bike rental

With the connection of Usedesk, the support center has finally become genuinely centralized.

Finance

MoneyMan — online loans

"We were able to automate 35% of incoming requests from our clients. The response time to clients has been reduced from 2 days to 10 hours"

Retail & E-commerce

Detsky Mir — Children’s Merchandise

Before Usedesk, Detsky Mir’s customer service had no ticket system, no reports, and no order. But there were 10,000 unanswered e-mails from customers and a hunch that change was coming.

Retail & E-commerce

MUZTORG

ABOUT CENTRALIZATION OF CLIENT SERVICE, REGULATED PROCESSES AND WORK IN A TEAM OF MUSICIANS

Internet Services

Aviasales — metasearch for air tickets

Based on Usedesk reports, we see what exactly users do not like and where we should improve the product

Marketplaces

Kolesa Group

Kolesa Group is an IT company ranked first in Kazakhstan among online classifications. "Now we are called Customer Care Service. Because for us, this is not just a support department, it is a department that takes care of users."

Retail & E-commerce

Simplewine — Online store

"Usedesk is a wonderful product that allows for the most lively dialogue with the client."

Retail & E-commerce

Royal CANIN — pet products

ROYAL CANIN® offers healthy food for pets. The company motto is "Knowledge and Respect."

Finance

Lime — loans online

"You can unload almost any information you’re interested in from Usedesk. With the help of tags, pull out exactly "what you need." CSI — shows how the client treats us, helps identify our weaknesses, and quickly closes them.

Finance

Paylate. Online payment in installments

"We consolidated customer communication channels, categorized appeals, set up workflows — all of which had an impact on response times."

Finance

Catch a Loan — Online Loans

"We’ve put our mail-in order. Now we see every status and understand if we helped or didn’t help a person. We didn’t have that before. The next step is to automate and speed up first response time with the service."

Finance

Spasibo from Sberbank

With the advent of Usedesk, we had a parameter — load distribution by hours. Usedesk allowed us to make automation at a superficial level, and again, we could change specific parameters and see what percentage of automation widget.

Retail & E-commerce

iGooods — online supermarket

"For us, Usedesk serves as not only a ticketing system, but also a CRM system, so that we can see the history of customer requests, the history of orders, and quickly navigate through it. It’s a cool thing."

Finance

Bank "Otkritie" — working with clients in social media

We stopped at Usedesk for two reasons: the users’ responsiveness and the simplicity of the solution.

Finance

PayU is an international processing company

"In two weeks of implementation, the team began to respond 3 times faster. Now the client receives an answer on average in 1.2 hours "

Finance

MoneyMan — online loans

"We were able to automate 35% of incoming requests from our clients. The response time to clients has been reduced from 2 days to 10 hours"

Finance

Lime — loans online

"You can unload almost any information you’re interested in from Usedesk. With the help of tags, pull out exactly "what you need." CSI — shows how the client treats us, helps identify our weaknesses, and quickly closes them.

Finance

Paylate. Online payment in installments

"We consolidated customer communication channels, categorized appeals, set up workflows — all of which had an impact on response times."

Finance

Catch a Loan — Online Loans

"We’ve put our mail-in order. Now we see every status and understand if we helped or didn’t help a person. We didn’t have that before. The next step is to automate and speed up first response time with the service."

Finance

Spasibo from Sberbank

With the advent of Usedesk, we had a parameter — load distribution by hours. Usedesk allowed us to make automation at a superficial level, and again, we could change specific parameters and see what percentage of automation widget.

Retail & E-commerce

Infaprim: with the help of Usedesk, we create brand loyalty on social networks and in marketplaces

The company works only through distributors, so why does it need a support service? After all, that’s the seller’s job. But the company decided otherwise

Retail & E-commerce

Life hacks from Haier

Home appliance manufacturer Haier set a goal for themselves to create the fastest possible support service for their online store and after-sales service and have succeeded in doing so. If you have similar tasks — this case study is for you.

Retail & E-commerce

How BlackTyres is playing in the long game with tire and wheel buyers

Director of quality at the company, explained why the decision to work with customer reviews was one of the most successful in the business model and how they manage to keep up everywhere.

Retail & E-commerce

How Samsonite found an individual approach to suitcase buyers and answers any of their questions on time

Head of the e-commerce department, told how the company gathered all this in a heap, structured and set up effective customer feedback.

Retail & E-commerce

Detsky Mir — Children’s Merchandise

Before Usedesk, Detsky Mir’s customer service had no ticket system, no reports, and no order. But there were 10,000 unanswered e-mails from customers and a hunch that change was coming.

Retail & E-commerce

MUZTORG

ABOUT CENTRALIZATION OF CLIENT SERVICE, REGULATED PROCESSES AND WORK IN A TEAM OF MUSICIANS

Retail & E-commerce

Simplewine — Online store

"Usedesk is a wonderful product that allows for the most lively dialogue with the client."

Retail & E-commerce

Royal CANIN — pet products

ROYAL CANIN® offers healthy food for pets. The company motto is "Knowledge and Respect."

Retail & E-commerce

iGooods — online supermarket

"For us, Usedesk serves as not only a ticketing system, but also a CRM system, so that we can see the history of customer requests, the history of orders, and quickly navigate through it. It’s a cool thing."

Internet Services

YaKlass: During the quarantine period, Usedesk became a lifeline for us

The guys from the online education service for schoolchildren were inundated with applications. They urgently set up triggers in Usedesk, with the help of which they cut off some of the tickets and unloaded the agents.

Internet Services

Mobifitness: fled to Usedesk to solve non-standard tasks

The creators of applications, widgets, and accounting systems for fitness clubs, sports schools are very creative guys, so often, their wishes go beyond the standard functionality. So they fled to Usedesk.

Internet Services

Aviasales — metasearch for air tickets

Based on Usedesk reports, we see what exactly users do not like and where we should improve the product

Transport

Velobike — bike rental

With the connection of Usedesk, the support center has finally become genuinely centralized.

Marketplaces

Kolesa Group

Kolesa Group is an IT company ranked first in Kazakhstan among online classifications. "Now we are called Customer Care Service. Because for us, this is not just a support department, it is a department that takes care of users."

GameDev

Non-standard ways of using Usedesk at Black Caviar Games studio

Developers of mobile and computer games have proved that using the helpdesk system is limited only by the user’s ingenuity. Story by head of the company’s technical support service.

GSM

Beeline Kazakhstan and Usedesk: From old habits to new opportunities

The company decided to do manual mixing of data on requests from different channels: they announced a tender and chose the system for three years and then closed all tasks in one fell swoop.

Delivery

BXB by Boxberry: Usedesk became our first service

To launch a cross between customer service and product support management, the guys needed deep analytics on customer tickets, complete control over employees, and the ability to customize the system for themselves. They found all this in Usedesk.

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